Prepaid Wireless Company | CCD

Business Challenge Drive efficiency and reduce costs while maintaining the highest standards of customer care. CCD solutions – A robust servicing and repor


Business Challenge
Drive efficiency and reduce costs while maintaining the highest standards of customer care.

CCD solutions
– A robust servicing and reporting platform
– A significantly more skilled workforce
– An enhanced agent training program

Impact
– Drove efficiencies and ensured management visibility to key performance metrics
– Improved service delivery consistency and higher standards

Results
– Average handle time decreased by 14%
– Credit and collections rate improved from 95% to 99%
– Key client call grading quality metric improved to 96% from 93%

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